best ecommerce sites
Out of context: Reply #11
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- kelpie0
Can't remember the link, but here's an article and table of date showing the current rankings for e-com customer satisfaction. SOme of these might not look great, but they are the best shopping experiences online and are therefore at least the ones to copy (yes; COPY) the structure, processes and all round guts of if you're designing e-commerce...
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article:Amazon UK tops customer satisfaction poll for top online retailers
by Joe Thomas, marketingmagazine.co.uk 04-Jan-10, 12:20LONDON - Amazon UK is the best online retailer for customer satisfaction, according to a new study.
Ticketmaster and B&Q scored lowest for customer satisfaction out of the UK's top 40 retail websites in the study, carried out by ForeSee Results.
But overall customer satisfaction scores for the top online retailers are up 6% on last year, despite sagging online sales at the beginning of the fourth quarter.
The index used by ForeSee measured four factors which affect overall customer satisfaction — Functionality, Price, Merchandise and Content. The study took account of 10,000 responses from shoppers who visited the top 40 retail websites in the UK in November and December.
Amazon UK was followed by Play.com and QVC.com in second and third place. The worst online retailers in terms of customer satisfaction, Ticketmaster and B&Q were followed by Littlewoods, Freemans and Currys.
The most improved are Debenhams (up from 61% last year to 71%), M&M Direct (up from 67% to 76%) and John Lewis (up from 68% to 77%).
Larry Freed, CEO of ForeSee results, said: "While these numbers are certainly a huge step in the right direction, companies who saw improvements run the risk of being lulled into a false sense of security.
"There is still a long way to go with the UK's numbers still trailing the US by 10%. Additionally there is only one site out of 40 with a satisfaction score over 80, Amazon — essentially an American company with a strong UK presence.
"It concerns me that there are still 15 companies scoring 60 or lower which means they are risking sales and market share to better performing companies."
